Managed Services Client Success Lead

Job Summary:

The Managed Services Client Success Lead will be responsible for supporting and ensuring the success of existing Managed Services client relationships while leading the account strategy activities that help our clients maximize the value of BDO Digital services within their business. This is a primary customer-facing role responsible for customer success by leading program delivery and maintaining strong customer relationships.

The successful individual will have a proven track record in B2B account management of IT Managed Services to midsize organizations. This role will be focused on account relationship and management, customer service, and promoting how Managed Services and related technology solutions can address the customer's business needs. The individual in this role will be responsible for building and growing strong, lasting, and successful partnerships with our clients.

Job Duties:

• Supports delivery teams and is a primary point of contact accountable for day-to-day activities to ensure successful delivery of managed services offerings
• Builds and maintains strong IT and executive-level relationships
• Helps lead internal and customer facing communication and coordination in all activities taking place with customers
• Reviews all technical requests, projects, processes, and strategic initiatives and is the primary client liaison
• Gathers, manages, and reports on information on the business and IT objectives for customer organizations to identify customer needs and creates a shared plan to support customer outcomes
• Supports the execution of service level agreements and responsible for customer deliverables
• Guides client-specific processes and communication internally with delivery and operations team
• Reports business reviews (monthly/weekly/quarterly) with customer and BDO leadership
• Captures customer business requirements and expectations ensuring alignment between BDO and customer
• Leads account planning & strategy, budgeting, and roadmap development with the BDO account team
• Acts as point of escalation for customer relationship and satisfaction
• Maintains market, industry, and practice thought leadership awareness for promoting BDO's expertise in the market to retain and expand services within existing customers
• Reviews and oversees contract, change requests, and negotiates terms of contracts against BDO organizational standards
• Supports growth of existing client recurring and project revenue individually and through co-selling to meet defined practice goals
• Guides opportunities as they are identified supporting customers initiatives
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities:

Education:

• High School Diploma or GED, required
• Bachelor's degree, preferred

Experience:

• Four (4) or more years' experience managing and building relationships with clients and internal teams, required.
• Two (2) or more years' experience managing client delivery and ensuring service levels agreements (SLA) or key performance indicators (KPI) are successfully met, required
• Mid-market technology solution experience across all IT services including outsourcing and Managed Services, preferred

License/Certifications:

• ITIL Certification or attained within first 6 months of employment, preferred
• Azure Fundamentals, preferred
• Microsoft 365 Fundamentals, preferred.

Software:

• Proficient in the use of Microsoft Office Suite, required
• ITSM platform experience, ServiceNow, preferred
• Client Relationship Management platform experience, Microsoft CRM, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities

• Ability to present solutions to individual, small, or large audiences such as key customer stakeholders
• Ability to support successful business outcomes in Managed Services team delivery Cyber, Cloud & Infrastructure, and End User Support
• Comfortable reviewing contracts and business terms with clients that balance the client's and BDO's needs
• Understands the compensation incentive plan and strives to achieve stated goals
• Ability to identify cross selling opportunities within existing accounts
• Able to effectively identify and manage risk between BDO and its clients
• Strong business acumen with an ability to understand and communicate BDO's business, marketplace, and value proposition
• Excellent time management and organizational skills
• Comfortable working in a deadline-driven environment and handling multiple initiatives simultaneously
• Excellent verbal and written communication as well as presentation skills
• Ability to travel to participate in customer meetings, events, or attend regional or national meetings, as necessary

Keywords: Account Management, Customer Success Manager, Account Manager, IT Managed Services, B2B, B to B, Client Relations, Client Retention, IT Services, Managed Services, Cross-selling, Microsoft, Customer Service, Service Delivery, Information Technology, Infrastructure, Cloud, Security, m365, Azure, AWS, IT strategy